Customer Care/Customer Service Manager

About Us:

NSG is a rapidly expanding organization, with projected revenue anticipated to exceed $500M this year. We provide essential back-end services for three award-winning, INC 500 national brands operating within the residential and commercial renovation contracting industry: EmpireWorks, CollegeWorks, and Home Genius Exteriors.

For over 32 years, we have maintained a commitment to cultivating, promoting, and developing the future leaders of our industry. As our organization and team continue their expansion, we offer team members substantial opportunities for professional advancement and the chance to significantly influence their roles and impact within our prosperous company.

We are presently seeking a Customer Care/Customer Service Manager to join and enhance our corporate team.

Job Summary:

We are seeking an energetic and detail-oriented Customer Care and Service Manager to lead our customer support team. In this pivotal role, you will assist client interactions, ensure exceptional service delivery, and drive continuous improvement in customer satisfaction. Your leadership will empower your team to handle inquiries efficiently, resolve issues promptly, and foster lasting client relationships across diverse channels.

Responsibilities:

• Supervise daily operations of the customer support team, ensuring high-quality service standards are met consistently
• Manage inbound calls with professionalism, demonstrating excellent phone etiquette and communication skills
• Train and mentor team members on customer service best practices, data entry accuracy, and effective communication techniques
• Monitor and analyze customer feedback and service metrics to identify areas for improvement and implement strategic solutions
• Oversee tracking and monitoring online reviews while managing responses to support effective online review management.
• Coordinate with other departments to resolve complex client issues swiftly and efficiently
• Maintain detailed records of customer interactions, complaints, and resolutions using Microsoft Office tools and other CRM systems

Skills:

• Proven experience in sales or customer support roles within call centers or client services environments
• Excellent verbal and written communication skills with a professional phone manner
• Strong computer skills including proficiency in Microsoft Office applications (Word, Excel, Outlook) and data entry accuracy
• Inbound calling experience with a focus on client engagement and relationship building
• Demonstrated analysis skills to interpret customer data and improve service processes
• Ability to handle cash transactions accurately when required
• Familiarity with call center operations, call handling procedures, and phone etiquette standards
• Exceptional organizational skills with the ability to manage multiple tasks efficiently in a fast-paced setting

Join us as a Customer Care and Service Manager

to lead a passionate team dedicated to delivering outstanding client experiences. Your energy, expertise, and commitment will help shape our company's reputation for excellence in customer service!

Equal Opportunity Employer

National Services Group, LLC is proud to be an equal opportunity employer. National Services Group, Inc does not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.

Job Type:

Job Type: Full-time

Pay:

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location:

Work Location: In person